PRODUCT QUALITY

PRODUCT QUALITY

Chapter 8
1
INTRODUCTIO
N
DEFINITION:
• “The group of features and characteristics of a saleable good which
determine its desirability and which can be controlled by
manufacturer to meet certain basic a defines
requirements quality”. product

PRODUCT QUALITY
• Product quality is the product's ability to
fulfil the expectations and
• needs set by the end user
DUPLICATE PRODUCT

• ORIGINAL 2

PRODUCT
CLASSIFICATION

PRODUCT QUALITY
3
IMPORTANT FACTORS FOR
PRODUCT QUALITY
• THEY INCLUDE :-
o The type of raw materials used for making a product.

o How well are various production-technologies

PRODUCT QUALITY
implemented?

o Skill and experience of manpower that is involved

in the production process.

o Availability of production-related overheads like power

and water supply, transport, etc. 4
 SPECIFICATION
AND
CHARACTERISTICS
Specifications and product characteristics include
• Dimensions :- length, diameter, thickness or area
• Physical properties :- weight, volume or strength
• Electrical properties :- resistance, voltage or

PRODUCT QUALITY
current
• Appearance :- finish, colour or texture
• Functional qualities :- output or kilometre per litre
• Effects on service :- taste, feel or noise level.

5
 NEED FOR PRODUCT
QUALITY
• If a product fulfils the customer’s expectations, the customer will be
pleased and consider that the product is of acceptable or even high
quality.
• Quality needs to be defined, which vary from product to product.
• To ensure product quality, the entire process of producing the product
must be “Established” and “Streamlined”.

PRODUCT QUALITY
This invariably includes:-
• Fixing product specifications.
• Preparing product design.
• Procuring suitable raw materials.
• Preparation for manufacture.
• Manufacturing and post manufacturing.
• End/Final product in the hands of the customer.
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 NEED FOR PRODUCT
QUALITY
(contd)..
• In many instances, however, the correction of quality deficiencies is
also required at the end of the process since in spite of all the efforts
made, the required quality will sometimes not be attained and a
company may be faced with a pile of scrap and rework.

PRODUCT QUALITY
• Corrective and preventative actions have to be taken to avoid
unnecessary wastage and rework.

7
FOCUS ON PRODUCT QUALITY

PRODUCT QUALITY
8
 PARAMETERS OF PRODUCT
QUALITY
Eight Parameters can be used at a strategic level to analyse

product quality characteristics. They are as follows :-

• Performance • Serviceability

PRODUCT QUALITY
• Features • Aesthetics

• Reliability • Perceived Quality

• Conformance

• Durability
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 PERFORMANC
E
• Performance refers to a product's primary
operating

characteristics. This dimension of quality involves measurable

PRODUCT QUALITY
attributes; brands can usually be ranked objectively

on individual aspects of performance.

10
Bugatti Toyota Prius
Acceleration 0-60 mph – 9sec
0-60 mph – 2.7sec
 FEATURES

• Features are additional characteristics that enhance

the

appeal of the product or service to the user.

PRODUCT QUALITY
• Secondary aspects of performance.

• Ex :- Cruise control, Leather seats, Smart parking

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 RELIABILITY

• Reliability is the likelihood that a product will not fail

within a specific time period. This is a key element for

PRODUCT QUALITY
users who need the product to work without fail.
• The likelihood that the product will not fail within
a specific time period.

• The common measure of reliability is the failure rate per

unit time 12
 CONFORMANCE

• Conformance is the precision with which the product or

service meets the specified standards.

PRODUCT QUALITY
• To what extent the product design and the

operating characteristics meet the pre-established

standards.

• focus onbusinesses
Service accuracy andmeasures
frequent mistakes
is of conformance
. 13

normally
 DURABILIT
Y
• Durability measures the length of a product’s life. When

the product can be repaired, estimating durability is more

PRODUCT QUALITY
complicated. The item will be used until it is no longer

economical to operate it.

• Reliability and Durability are closely linked

14
 SERVICE
ABILITY
• Serviceability is the speed with which the product can be

put into service when it breaks down.

PRODUCT QUALITY
• Means the consumer's ease of obtaining repair service
• This includes:
• Responsiveness of service personnel
• Willingness of repair personnel
• Reliability of service
• Speed 15
 AESTHETICS

• Aesthetics is the human perception of beauty, including

sight, sound, smell, touch, taste, and movement.

PRODUCT QUALITY
• Aesthetics refers to how the product looks, feels,
sounds,
tastes or smells.
• This is a matter of personal judgment.

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 PERCEIVED
QUALITY

• Perceived Quality is the quality attributed to a good or

service based on indirect measures.

PRODUCT QUALITY
• Reputation is the primary stuff of perceived quality

• The perceived quality may be base on images,

advertising and brand names.

• Perception is not always reality.

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IMPORTANCE OF PRODUCT
QUALITY

PRODUCT QUALITY
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 IMPORTANCE OF PRODUCT
QUALITY
Importance of product quality can be seen through two sides:
1. For company :
This is because, bad quality products will affect the consumer's
confidence, image and sales of the company. It may even affect the
survival of the company. So, it is very important for every company to
make better quality products.

PRODUCT QUALITY
2. For consumers :
• They are ready to pay high prices, but in return, they expect best-
quality products. If they are not satisfied with the quality of product
of company, they will purchase from the competitors.

• Nowadays, very good quality international products are available in

the local market. So, if the domestic companies don't improve their 19
product’s quality, they will struggle to survive in the market.
PRODUCT QUALITY ASPECTS

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 PRODUCT QUALITY
TESTING
• Testing is done as an integral part of the manufacturing
process to ensure quality.
• Product testing seeks to ensure that consumers can
understand what products will do for them and which
products are the best value.
• PRODUCT TESTING:

PRODUCT QUALITY
• Income testing- it prevent the entry of those goods that
do not fulfill the quality requirements from entering the
production process
• In-process testing- it provides data for
making decisions on the product as well as the process
• Final testing- it is done only when the manufacturing 21
process is complete.
 PURPOSE OF PRODUCT
TESTING
• Determine if, or verify that, the requirements of a
specification, regulation, or contract are met
• Decide if a new product development program is on track:
Demonstrate proof of concept

PRODUCT QUALITY
• Provide standard data for other scientific, engineering,
and
quality assurance functions
• Validate suitability for end-use
• Provide a basis for technical communication
• Provide a technical means of comparison of several
options 22
 PURPOSE OF PRODUCT TESTING (Contd..)

• Provide evidence in legal proceedings: product liability,

patents, product claims, etc.
• Help solve problems with current product
• Help identify potential cost savings in products

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23
Example:
• DAIRY PRODUCT:
• Quality control of milk products and packing are carried out by
equipped laboratories in the factory.
• Procedural steps:
• Receive Milk

PRODUCT QUALITY
• Take a sample
• Conduct Physical, chemical, sensory tests of raw milk

• Milk received in the lab is to identify whether it meets the

necessary standards or not.
• Example of an Ice-cream: it needs to be smooth not grainy so
therefore testing should be done so that the quality of the 24
product can be maintained.
• Example of a table: it should be smooth not rough from the
top so therefore testing should be done to maintain the
quality of the product.